Updating your name and profile picture

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  • Barbra Wilkinson

    Hello, my profile picture shows fine in Support and on my Profile page, but it shows as a broken picture in Zendesk Talk.  I've removed and uploaded the picture multiple times.  How can we fix this?  

  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    This could be due to the dimensions of the image you are using, which can cause these types of issues to occur. I would recommend using an image with a 1:1 aspect ratio that is not smaller than 80x80 pixels.

    Best regards. 

  • Rob

    I’m unable to fix a typo in my username. I’m admin/owner of the account, but when I try to fix it on my user profile, there is no button to save the change, and when I try to navigate away, it prompts me to “keep editing” or “discard changes.” Any ideas? Thanks!

  • Jupete Manitas
    Zendesk Customer Care

    Hi Bob,

    Thanks for writing in! May I ask if you are still unable to update your user profile up to this time? You will just navigate and click away from your user profile. That should save your new user name. Have you tried using another browser or clearing your cache & cookies and see if you can easily update your user name? Thank you!

  • Hai


    How does Zendesk define first name and last name when there's no clear distinction (just click on the name to type in the fullname)?

    How does that impact placeholders like: {{ticket.assignee.first_name}} ?

  • Dane
    Zendesk Engineering
    Hi NGUYEN HUY Hai,
    The behavior of these placeholders are discussed in User Data Placeholders.

    Note: The behavior of the first name and last name placeholders depends on the formatting of the name on the profile. For example, if you use the name Dutch van der Linde, the placeholder user.last_name will show 'Linde'. If you use the name van der Linde, Dutch on the profile, then the placeholder user.last_name will show 'van der Linde'.

  • Glenn D


    Good day.

    Is there a way we can restrict the member role to update their profile picture or to just lock their profile?

    Thanks in advance!

  • Christine Felicia
    Zendesk Engineering
    Hi Glenn,

    It is not possible to make user fields read-only at the field level like you can with ticket fields. Instead, the ability to edit user profiles is set at the role level. So in this case, you would need to restrict Agents from not having access to edit user records to prevent them from changing user fields.

    Depending on your current subscription level, the feature to allow role editing to prevent agents from editing user fields is available to the Enterprise plan. If you wanted to lock down user profiles so agents are not able to edit the fields, you would need an Enterprise package for this option.

    More information on the default roles can be found in Understanding native custom agent roles in Zendesk Support.
  • Glenn D

    Hi Chistine,

    We appreciate the information. Thank you!

  • Luke Aleo

    My profile picture appeared on another agents CC picture. The other agent does not have my picture set up for their profile, but somehow my picture was appearing only on their CC section. After a browser refresh the picture went away. Has this happened to anyone else?

  • Blanca
    Zendesk Customer Care
    Hi there Luke,

    Sorry that there is an issue with your profile photo showing under a different staff. I can say that glitches can happen at times but not always.  Especially if there is a slow in the connection, changes made within the profile and other possible and sometimes unimaginable reasons.  

    Clearing cache and cookies of the browser helps for any changes made be it within your profile, Zendesk interface and the like. This is the very first step to do so glitches can be avoided. I hope this answers your question. Please let me know if you have any clarifications. Have a great day!

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